Waitrose Reviews

Name: Waitrose
Address: Waitrose Customer Sales and Support teamWaitrose LimitedDoncastle RoadBracknell, Berkshire
Rating: 2.61

2.6 Rating 669 Reviews

36 %

of reviewers recommend Waitrose

2.6

Based on 669 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 76%
Accurate And Undamaged Orders	Greater than 80%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Under An Hour
Customer Service	1.9 out of 5

About Waitrose:

At Waitrose.com, you’ll find all the quality and value you’d expect, together with the kind of service only Waitrose can offer. Your order will be picked, packed and delivered from your Waitrose branch by our Waitrose Partners – people who own a share of the business, and will always take as much care with your shopping as you would yourself. With a wide range of products and brands it makes it the perfect place to grocery shop

Visit Website

Phone:

1344 42 4680

Email:

customersupport@waitrose.co.uk

Location:

Waitrose Customer Sales and Support teamWaitrose LimitedDoncastle RoadBracknell
Berkshire
RG12 8YA

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Waitrose 1 star review on 29th June 2025

Jan Riley

Waitrose 5 star review on 24th October 2024

Maya Williams

Wardy

Dan Yonder

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“High price. Alway something bad happening. Some problem with the food or the quality of it. They were fine 5 year ago but nowdays... ridiculous. Today i just found 7 fishbone in my waitrose brand haddock fillet....”

Helpful Report

Posted 3 years ago

“Hello.to Dave potter branch manager at Waitrose kingsthorpe Northampton. With your 22 years 8 moths of experience what is yours and indeed your employers stance on infidelity amongst your staff. Do Waitrose have a policy or is it a free for all.”

Helpful Report

Posted 3 years ago

“You do some things so well ,however you expanded to quickly and quality was affected. Also a Waitrose Prefered exists and some stores are like a clinical practice. Uttoxeter being no exception with its Practice Manager. Really very sad.”

Helpful Report

Posted 3 years ago

“Dreadful service , due to deliver a birthday surprise to my son studying in Manchester, champagne, flowers birthday cake, due to a problem with inputting payment they cancelled the order the night before with no contact at all to try and resolve it, even though they process the order nearly the 48 hrs before so where aware of problem . They had lots of time to contact me to try and resolve. They had phone email all my contacts, they made no effort at all and my son’s birthday surprise is ruined, devastated I will never use this awful service again, shocking customer service ! Stay away!”

Helpful Report

Posted 3 years ago

“The new app for customers is awful. Far too complex and time consuming. Dreadful. Go back to normal offers, without all the palava of checking every week. Bring back free newspaper. At the moment you have lost me to Tesco”

Helpful Report

Posted 3 years ago

“Very disappointed in Waitrose Celeriac Remoulade. Checked list of ingredients which include both honey and sugar, so that's why. I'm aware leading mayo brand Hellmanns contains sugar but I would have expected Waitrose to be more discriminating with this French classic. It's on the way to the food bin.”

Helpful Report

Posted 3 years ago

“01344 823 787 - Here is the main contact number for head office for Waitrose. It's actually a company called sitel that deal with Waitrose so it's never Waitrose you ever speak to when you call the customer care number.”

Helpful Report

Posted 3 years ago

“Visited Waitrose Bromley today there were so many shelves.fridges.freezers complety empty visit another after spending £170 gave up and had to visit another store to complete our weekly shop, very poor show.I feel sure you as a company are on a downward spiral sad as i started shopping with you at John Barnes in Finchley Road in the 1970s sad”

Helpful Report

Posted 3 years ago

“Brought a chicken and mayo sandwich, and was shocked what was inside,barely any chicken,just white gue!,waitrose standards has gone down hill,no wounder aldi and lidl are doing well,its not the shop it once was,and prices are so high now.”

Waitrose 1 star review on 10th April 2022

Helpful Report

Posted 3 years ago

“New App appalling, not at all user friendly, the store I use (Chipping Sodbury) has terrible wi-fi so you cannot access the vouchers once you arrive at the till!! Also, what about all the older generation who may not have smart phones or feel confident using one, how is this fair? Not good enough Waitrose, very disappointing.”

Helpful Report

Posted 3 years ago

“Disgraceful. Refused to leave the shopping because the card holder who paid not in at time… was on a Mother’s Day walk, someone was there to receive it…”

Helpful Report

Posted 3 years ago

“The new loyalty scheme is terrible. Waitrose clearly are not listening to customers. What is happening to a company that used to be synonymous with customer care?”

Helpful Report

Posted 3 years ago

“My averagely bad experience with Waitrose in HENLEY-on-Thames was even worst today. At the self service tilts by the time I moved out the stuff from my bag, the machine turned to off mode. Ok, I picked back everything and jumped to an other tilt which already showed 'wait for assistance ' (the only available tilt that point) and by the time I moved everything to there, I expected maybe a member of the customer service realises the problem.... Of course no, not at all. So because of the ignorance I left the tilt and went straight forward to a young customer service lady asking a direct help. She looked like follows me but when we reached the tilt she run for their away to the aisle area, stopped there showing her back to us and I have just realised that by the time there were other customers who struggled to use their machine. Ok, by the time there was an empty tilt next to me and guess what! In working condition. So moved my stuff third times again and at last could pay. At that point that you girl came back to the exit area and I asked her name, before leaving. The answer was 'what'?!!! Politely asked again her name, as she could do only one thing perfectly today: hide her name tag with her hair. She didn't answer. At that point I asked third times her name and pointed to her tag. Wel done, she is TIA, the little with her ARROGANCE of IGNORANCE for customers, an OVERPROUD FOOL who is now a member of the Waitrose staff in HENLEY-on-Thames!! Hope she will shop in Waitrose, and make sure the business runs wel, as after this, I will change to Tesco and the local butcher, and maybe the market....... As I had a month ago directly the same ignorance from a member of the customer service in WALLINGFORD who I called directly to me, but she just didn't want to come to me and by the time she reached me she served 4 other customers, I think this IGNORANCE is getting AVERAGE in Waitrose after Covid pandemic! I just let Waitrose know THERE ARE OTHER OPTIONS FOR PURCHASING FOOD in the UK like TESCO, LOCAL FARM SHOPS and BUTCHERS, LOCAL MARKETS...... And these people are still having JOB????!!!”

Helpful Report

Posted 3 years ago

“The new loyalty scheme to me is an utter disaster To make a fairly measly saving is both time consuming and a waste of time when the store doesn't have the product that you are supposed to get the saving on! Ill thought out and suggests to me that Waitrose no longer cares for the very customers that have supported the firm for a significant time There are other alternative supermarkets that are well ahead of Waitrose in terms of loyalty benefits”

Helpful Report

Posted 3 years ago

“The app is appalling. I am technologically very literate but having to juggle a basket of shopping, a bag for packing, a Waitrose card, a smartphone and a means of payment is too much. Why do the vouchers not download to the Waitrose card once selected? If, as today, not a single item with a voucher was in stock, how do I know what is in the same category and can be substituted? Why do barcodes need to be scanned by the payment machine, not the main screen? The staff are endlessly patient but had a queue of customers needing help or explanation. This is not just a matter of tweaking; the whole thing needs rethinking.”

Helpful Report

Posted 3 years ago

“The staff was incompetent and not trained well enough to receive customers.”

Helpful Report

Posted 3 years ago

“The new rewards scheme is simply awful, time consuming and complicated to use, having got the vouchers onto my phone the signal was so bad at the till i could'nt access them i was told this was a common occurrence, eventually managed with staff help to get the two discounted offers but delayed everybody else in the queue, this is a truly appalling new scheme”

Helpful Report

Posted 3 years ago

“I don't know what has happened to Waitrose but their Customer Services Dept. is truly dreadful. I've had the misfortune to speak to a duty manager called Carol, twice. Patronising in the extreme: she clearly doesn't care about Waitrose customers and has no wish to retain them. Instead, we are seen as irritants to be fobbed off. This supermarket used to have the very best customer service pre-pandemic. The very best. The sharp decline in caring about customers and listening to their needs is marked. Shame really as the delivery drivers are excellent.”

Helpful Report

Posted 4 years ago

Helpful Report

Posted 4 years ago

“So complicated and very discriminatory as to who can use it. A lot of older customers don't use smart phones let alone the internet. I'm 76 years and fairly IT savvy but what a complicated mess it is. First having to use the website and then open the app after choosing the offers. And then worst of all having to scan each puchase that I've chosen to get the discount whilst I'm trying to pack my shopping and pay without holding the queue up. Both Marks and Boots allow you to add you're chosen offers to your card and that's it. When I'm paying it's a case of scanning my card and hey presto there they are and duducted all in one go with the two shops mentioned. Sadly I think this the Waitrose system will cause resentment with their customers and inevetably take their custome elsewhere out of principle. I'd rather prices were reduced accordingly in the store and forget rewards schemes. I think in PR terms they should abandon the scheme immediately before more harm is done. I really cannot be bothered with it after this week when the scanner didn't reconise my card when I came to pay. I can do without the stress of sorting out why my waitrose card wasn't recognised at payment when the machine recognised it initally to release a handset to scan with.”

Helpful Report

Posted 4 years ago

Waitrose is rated 2.6 based on 669 reviews